Director Bobby Cagle Georgia Division of Family and Children Services DHS Board Meeting April 15, 2015.

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Presentation transcript:

Director Bobby Cagle Georgia Division of Family and Children Services DHS Board Meeting April 15, 2015

Division of Family and Children Services Moved to a “One Caseworker, One Family Model” in March  One worker owns the case from beginning to end  Complaint calls going down from Constituent Services and Governor’s office Changes to Call Center:  Hours effective the end of April will move to 7:30-4:00 to allow staff time to answer all calls the same day  Implement additional options for customers to complete “self- service” (check benefits, renewal times, etc)  Implemented “Virtual Hold” options to all Call Center ques with people that wait more than 30 minutes  Introducing customer service surveys to the call center upon completion of calls f Office of Family Independence

Division of Family and Children Services f OFI OUTCOMES

Division of Family and Children Services f OFI OUTCOMES

Division of Family and Children Services f OFI OUTCOMES

Division of Family and Children Services f OFI OUTCOMES

Division of Family and Children Services f OFI OUTCOMES

Division of Family and Children Services Targeted efforts involving fundamental child welfare practices as related to the Blue Print for Change: Enhanced weekly child welfare cadences focused on the integration of data, best practices, and leadership development. Established work pacing expectations to increase the quality of service delivery and related documentation. Targeted efforts involving employee selection, training, and retention as related to the Blue Print for Change: Developed plan for the allocation and hiring of 175 additional staff effective FY16. Began the process of developing a formalized retention plan for staff to reduce turnover. f Child Welfare

Division of Family and Children Services f TRENDS IN CHILD WELFARE Child Protective Services Cases *Includes Investigations and Family Preservation Cases (January 2015)

Division of Family and Children Services f TRENDS IN CHILD WELFARE

Division of Family and Children Services f TRENDS IN CHILD WELFARE

Division of Family and Children Services f TRENDS IN CHILD WELFARE

Division of Family and Children Services Adoption of a Sound Practice Model Development of a Robust Workforce Intentional Engagement with Constituents f Blueprint for Change